What Goes Where

Building the perfect AI knowledge base

This short guide shows what information goes where and why each layer matters for the AI that responds to your customers.

Think of your AI assistant as a delicious soup. Knowledge provides the essential ingredients, Rules are the recipe steps to follow, Style adds the flavor and spice, and Guardrails keep everything safely in the pot. Let’s explore how each part contributes to the perfect experience for your customers.

Why we separate the layers

Layer	What it stores	When the AI reads it	Why it helps
Knowledge	Factual details about the property (codes, check‑in times, Wi‑Fi name, policies).	Only when needed to answer a guest.	Gives the AI the facts to work with.
Rules	If … then instructions that tell the AI what message to send in specific scenarios.	Read only when the guest’s question matches the rule condition.	Automates SOPs and consistent replies.
Style	How replies should sound (tone, formatting, voice).	Applied to every outgoing message.	Keeps brand voice and clarity.
Guardrails	Hard lines the AI can never cross.	Checked before every single reply, no matter what the guest asked.	Prevents risks (privacy, legal, promises).